About us

We’re Virgin Trains East Coast, and we’re here to make your east coast even greater. It’s that simple. Our number one priority is to provide a service you enjoy and rely on – we want you to feel fully confident in us, so we're committed to being open and transparent about what we do, how we’re performing, and what we’ve got planned. Take a look…

Our commitments

Communicating openly with customers (that's you!)

We’re committed to providing you with clear, comprehensive and accurate information about everything you need to know – before, during, and after your journeys with us.

Providing an unbeatable service

Whether you’re buying tickets, checking details, or travelling up and down the coast, we’ll be doing everything we can to make it as simple, slick and smooth as possible.

Righting any wrongs

Sometimes, things don’t go to plan. But you can be sure we’ll do our best to minimise the impact of any problems, deal promptly with any issues, and compensate you for any inconvenience.

Our Passenger's Charter

At Virgin Trains East Coast we’re passionate about creating the best possible travel experience for you. This Passenger’s Charter sets out our commitments to deliver a safe, reliable and high quality service, day in, day out.

How we're performing

How customers rate our performance

We’re constantly measuring our customer service performance, including independent external measurement for an all round and objective view of how we’re doing. 

How our train services are performing

The reliability and punctuality of our trains is continuously tracked both against national standards and our own. And boy do we have high standards.

Our plans for improvements

We will continue to give you the service you want and deserve along one of the UK’s finest, fastest and most fantastic routes.

Performance Portal

Take a look at how we are performing against some of our key measures

About Virgin Trains East Coast

Company information

Find out more about what makes Virgin Trains East Coast a different kind of train company and how we operate.

View company information

Working for Virgin Trains East Coast

You can find all sorts of rewarding career opportunities with Virgin Trains East Coast. If you fancy a career in a friendly, collaborative environment, with plenty of scope for career advancement, we’d love to hear from you. 

View working for Virgin Trains East Coast

Facts and figures

A few interesting facts and figures about the Virgin Trains East Coast network

View facts and figures

Airtime with our team

We love talking to you, our customers, so we've arranged events at various locations across our network.

Come along and talk to us

Latest news